北京招聘

Job content (purpose of the job)
Key areas of responsibility:
Ensure customer complaint to be handled compliance with SOPs and regulation, and focusing on potential crisis and suspected counterfeit case.
Coaching product safety officer on handling customer complaints.
Provide complaints analysis report.

Main job tasks:
Ensure customer complaint to be handled compliance with SOPs and regulation, and focusing on potential crisis and suspected counterfeit case.
Ensure customer complaints (including LIC/AE/TC) received by Drugsafety group to be reported to HQs and health authority within compliance.
As a daily coordinator and communicate with relevant contact person to settle complaint potential recall and suspected counterfeit case.
Communicate with health authority and NN lawyer, and assist authority to investigate counterfeit medicine.
Daily answer inquiry from Drugsafety hotline and provide technical support for internal and external customers.
Train Novo Nordisk’ new employees on handling customer complaints and safety information reporting.
Support HQs on global customer complaint project.
Check the "Cases submitted from GS" and make sure oversee cases to be submitted within timeline
Responsible for the literature screening weekly
Make analysis of complaint trend and report to management team.
Coaching new product safety officer on handling customer complaints.
Coaching new product safety officer on handling complaints.
Other individual assignments:
None.

Qualifications:
(minimum requirements)
Customer orientation
Good communication
Positive and flexible
Fluency in both written & spoken English.
Education:
Bachelor degree or above as medical/pharmacy background/nurse or as equal.
Professional experience:
Min 1 year in customer service function.
Min 1 year in pharmaceutical company.
Min 2 years in product safety field.

Supplementary job description:
Degree of independent decisions:
Authority to decide and act on decisions that impact on handling customer complaint and safety reporting; roughly 60% of independent decisions can be made in this position.
For completed case, such as crisis cases, positional recall cases, roughly 40% of decisions need to be ratified by product safety manger.
Level of innovation:
80% of work is completed by directly following SOPs and regulations.
20% of work is checking internal work process and continues improvement.
Main stakeholders:
Internal:Sales, commercial, marketing, medical, finance Deparment; HQs(Global Safety), NNTP
External:Government or Health Authorities, Customers (Doctors/Patients)
Degree of influence on departmental / function / NN results:
Medium influence on drug safety group function result.
Directly impact health authority on support NN to handling potential recall and counterfeit medicine complaints.
Directly influence internal NN staff to handling complaint in compliance.
Communication / Interaction with others internally or externally:
Daily intercommunicate with internal NN staffs (focusing on staffs from sale, marketing department etc.) and ensure them to understand and follow NN SOP to handle customer complaints.
Continuously communicate with HQs and directly influence HQs to give satisfied investigation result for complaints settle.
Continuously intercommunicate with health authority and ensure them understand NN requirement on process complaints.
Describe the scope of the job in terms of working away from the home country :
None

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